Past experience has shown us that it is both practical and necessary from the standpoint of good customer relations to accept occasional merchandise returns. It is the objective of this policy to set forth guidelines that will insure the prompt and efficient handling of these returns at the earliest possible date.

I. PROVISIONS GOVERNING ALL RETURNS OF POWER TRANSMISSION SOLUTIONS PRODUCTS

A. All returned goods must be authorized. A Returned Goods Authorization form or number must be obtained from the appropriate PTS Return Goods Department prior to shipment. PTS Business locations will not accept returns unless a Return Goods Authorization has been issued. In the event a shipment is received by any location without authorization, the material will be refused and the carrier instructed to return the shipment to the point of origin.

B. All requests for the return of PTS products should be directed to the attention of your Customer Service contact or the appropriate PTS Return Goods contact.

C. A Return Goods Authorization will be valid for thirty (30) days from date of issue. Please make your return shipment as soon as you have received the authorization.

D. All unused PTS products returned under this Return Goods Policy shall be in first class, salable condition in original packages and subject to PTS Business inspection. Used or damaged PTS products will not be accepted for credit, except as described under “Defective Merchandise”.

E. All returned PTS products must be shipped freight prepaid (unless otherwise instructed), and sent to the address shown on the Return Goods Authorization.

II. PTS ERRORS, CUSTOMER ERRORS, AND CONVENIENCE RETURNS

Order entry, shipping and packaging errors sometimes require that merchandise be returned, and/or credits be issued. It shall be our policy to accept the return of such merchandise when it can be shown that the product was billed on a specific invoice of recent date, subject to the following provisions:

A. “Recent Date” shall be defined as not more than sixty (60) days from shipping date.

B. Credit will be issued at the prices billed on our original invoice.

- Customer errors will be subject to a minimum 10% restocking charge.

C. For returns due to PTS error, we will credit freight both to and from the customer’s place of business.

D. For returns due to customer error, the customer will be responsible for both outbound and return freight charges.

- If the value of the material is less than $100, PTS will ask Distributors to hold for their annual return.

E. For convenience, returns where fault cannot be determined, PTS will credit the outbound freight and the customer is expected to pay the return freight.

Merchandise which has failed in use allegedly due to manufacturing defect or nonconformance to product specification may be returned with Return Authorization and invoice reference. We agree to repair or replace without charge any of our products which are found to be defective within one year after shipment, provided that the purchaser gives us immediate written notice of the alleged defect. (Note some products have extended warranty beyond one year. Please check with your appropriate PTS Return Goods Department for details.) We will not be liable for any damages or delay caused by such defects, nor shall we be responsible for work done or repairs made by others. Credit will be issued after inspection, as originally billed. Since all return freight is to be prepaid, if the product is defective and under warranty, PTS will issue credit for inbound and outbound freight.

IV. DISTRIBUTOR STOCK ADJUSTMENT RETURNS

The Distributor Stock Adjustment Policy is to ensure that our distributors’ inventory investment is in PTS products that provide satisfactory sales frequency and profitability. This policy also assists distributors in meeting their responsibility to maintain adequate levels of inventory in order to provide prompt service to their customers.

A distributor has the option of submitting a request for a Stock Adjustment Return of PTS products up to twice each calendar year. These two returns combined may total up to 3% of the distributors’ purchases of PTS product for the most recent PTS fiscal year ended September 30. For Stock Adjustment Returns greater than $50,000.00, the distributor may be required to submit an offsetting order, at the discretion of the appropriate PTS Sales V.P.

Additional provisions are:

A. All requests for return must include a detailed list of the PTS products to be returned. This list must include the complete product description and quantity.

B. Upon review and approval by the Return Goods Department, a return authorization will be issued. This authorization will be accompanied by a list of those items acceptable for return. Specials, made-to-order products, non-stock products, large OEM quantities, discontinued and/or obsolete products are unauthorized products and will have been excluded from the list. Only authorized product may be returned.

C. Once the distributor has received the return authorization, the approved products should be immediately shipped to the designated PTS facility. This return authorization will be valid for thirty (30) days from the date of issue.

D. All Distributor Stock Adjustment credits will be based on current distributor published or applicable program prices, less:

a. Standard 10% restocking and handling charge

b. Unauthorized freight charges

c. 20% for repackaging

d. 50% for refurbishing and reconditioning

E. If any unauthorized products are returned, they will not be included in the credit. A written notice will be sent to the distributor requesting advice as to disposition of the product. If the distributor does not advise disposition within fifteen (15) days, the unauthorized product will be scrapped. If the distributor requests a return, it will be done freight collect.

F. Some PTS products have limited shelf life and are subject to special return limitations. Please contact your Sales Representative or Return Goods Department for details.

RETURNS & REFUNDS

NEED MORE HELP

ABOUT US

Who is MROSupply.com?

MROsupply.com is the e-commerce extension of Mechanical Drives and Belting, established in 1898 in Los Angeles (yes, 1898, not 1998). Currently, we have nearly 700,000 parts online and are adding more every day, however we have over 4,000,000 products that still need to be added. If you don't find what you're looking for, send us an email or fire up our live chat feature and we will be sure to help. Learn more on our About Us.

ORDERING

What is the typical order process?

Once you have placed your order, the vast majority of orders go through this process:

Order Acknowledgement (immediately after an order is placed online)

Order Confirmation (we confirm to you via email that the order was received and placed)

Order Tracking Email (We email you the tracking number via UPS, FedEx, etc.)

Order Complete

Can I place an order by phone?

We accept orders by phone that have a subtotal above $2000 USD

What happens if I made a mistake?

Not to worry. In some cases, such as special voltage motors or other parts which are commonly ordered by mistake, a confirmation email will be dispatched to notify you. If we don't receive a response within 48 hours, we will proceed with the order as planned.

SHIPPING & DELIVERY

Where do orders ship from?

Orders may come from our warehouse, or if there is a closer drop ship location from our suppliers. We will always look to the latter option and ship from as nearby as possible. Most of our vendors have multiple drop ship warehouse locations and most can ship within the same day or 24 hours.

When do I receive my order?

Orders usually ship within 24 hours and a confirmation email follows immediately thereafter. If lead time is from 2-3 days up to 2 weeks, you'll be notified via email with an option to cancel. If we've received no cancellation upon 48 hours of placement, then the order will be processed.

What happens when the lead time is too high?

If your order has over 2 weeks lead time it will be put on hold with an option to cancel, move forward with usual shipping or expedite for faster delivery. You'll receive an email asking for your approval on how to proceed with the order. The order will be cancelled if you don't provide approval within 48 hours, and you'll be notified you via email.

Can I pick up items locally / will call?

In some cases yes, but it depends on the brand and in which warehouse the products will be picked up. If the product has a "Local Pickup" option in the Shipping section of the Cart page, then the answer is YES. In other cases, please inquire with orders over $1000 USD.

Can it be shipped today?

It depends on the shipping location. Most warehouses have a cutoff time of about 2‐4 PM in their timezone. Our shipping warehouses are spread across the country, so often times West Coast customers are at the mercy of East Coast shipping cutoff times. Other brands may have multiple stocking locations, so it's best to check by email or phone ahead of time if the product/s is needed urgently.

Can I use my own shipping account?

Yes - In order to do so, please notice a section in the cart process, during the shipping portion that says "Account Number". Be sure to select the appropriate shipping type first (i.e. FedEx, UPS, etc)

Does “Usually ships in 24 hours” mean it’s in stock?

It only means that if it's in stock, we will usually ship it within 24 hours of the order. Please be sure to contact us if you want to check stock before ordering. From our experience, most products tend to ship same day or within 24 hours, but with hundreds of thousands of products, it can be very difficult to predict availability on each part.

Can you ship outside the US / Export?

Our current minimum export amount is $2000 USD, and the only paperwork to be provided is a Commercial Invoice and Packing Slip. We may provide a shipping option to some countries or additional paperwork, depending on the size of the order and country specifics.

Do you provide credit terms?

Is the order price set or can it change?

In very rare instances prices may be subject to change after order. You'll be notified via email and new charges are put on hold pending your approval.

Can I get a discounted price?

Typically the order must be around $2000 in order to receive consideration for a lower price. There is also a number of products we may be aggressively promoting thus they may have a temporary price drop or promotion, such as Free Shipping.

Is there a special price for resellers/government?

No, we offer our lowest prices online unless there is a larger order quantity, in which case, please see question "Can I get a discounted price?".

How do I get sales tax reduction?

If you live in the state of California, your purchase is subject to Sales Tax. When purchasing items for resale, registered sellers may avoid the sales tax by giving their supplier adequate documentation in the form of a resale certificate. The certificate may be in any form, but here is a standard blank certificate for your use. Once completed, simply upload it while you're checking out and we will immediately apply sales tax reduction.

RETURNS & REFUNDS

Returns for MROSupply.com Products

Returns for MROSupply.com products must be made within 30 days of purchase. (If your purchase is over 30 days, mention it in your request as, in some cases, we might be able to still process your return). For more see our Returns/Warranty Policy and our Request Form.

Defective product returns

Because MROSupply.com represents such a large range and quantity of products, it is currently not possible for us to publish each item's manufacturer's warranty. Be assured your satisfaction is our number one priority and we will do everything possible to assist you with a warranty claim. For more see our Returns/Warranty Policy and our Request Form.